(A) Grantee's billing statements to its subscribers shall identify the aggregate charges for all services delivered to the subscriber, the individual services the subscriber receives, the date such charges must be paid prior to assessment of any late charge or related fee, credits for payment received against current or prior service charges and an accurate description of any taxes, fees or assessments separately charged to the subscriber.
(B) The billing statement shall advise each subscriber that complaints for unsatisfactory service may be made to the city if such complaints of poor service are not resolved by grantee to the satisfaction of each subscriber.
(C) Subscribers shall have at least 15 days from the date a bill is initially placed in first class mail, postage prepaid, and properly addressed to the subscriber (the "Billing Date") to make payment directly to grantee. Subscriber payments shall be posted promptly. Grantee shall not terminate residential service for nonpayment without providing 15 days prior written notice, which notice shall not be mailed until at least 17 days after the billing date. Grantee may not assess a late charge until at least 22 days after the billing date.
(D) Every notice of termination of service shall include: the name and address of the subscriber whose account is delinquent; the amount of the delinquency; the date by which payment is required in order to avoid termination of service; and the telephone number of grantee's representative who can provide additional information and handle complaints or initiate an investigation concerning the service and charges in question.
(E) Service may not be terminated on any day which the customer cannot reach a representative of grantee either in person or by telephone.
(F) Any service terminated without just cause shall be restored without charge. Good cause includes, but is not limited to: failure to pay, payment by check for which there are insufficient funds, theft of service, and abuse of equipment or system personnel.
(G) Refunds will be issued promptly, but no later than either:
(1) The earlier of 30 days or the next billing cycle following resolution of the refund amount; or
(2) The return of the equipment supplied by grantee if service is terminated.
(H) Grantee's late fees must closely approximate the actual loss suffered as the result of a late payment. Grantee's charges and administration of late fees shall be in conformance with applicable law.
(I) Uncollected accounts may be referred to private collection agencies for appropriate action if the bill has not been paid by the earlier of (a) 30 days following the date of involuntary termination, or (b) the 61st day following the date of issuance of that original uncollected amount, provided no notification of billing dispute has been made, or if procedures for resolution of billing disputes have not been followed as required above. If the account was voluntarily terminated, the account may not be referred to a collection agency until at least 30 days following rendering of the final bill. If notification of a billing dispute is made, all collection procedures shall be delayed as required pursuant to this section. Referral to a collection agency shall then occur no sooner than the 61st day following issuance of the original uncollected amount.
(Ord. 4315, passed 11-12-96)